Returns & refunds
Changed your mind? Request a return within 14 calendar days of delivery. Defects and warranty claims follow a separate process.
Draft store policies. Seller details and service coverage are being finalized. Live orders are not open.
The terms on this page apply to e-bikes and the batteries supplied with them. Terms for separately purchased batteries, chargers, accessories and camping gear will be confirmed before purchase.
The 14-day return window
For a change-of-mind return, send your request within 14 calendar days after the bike is delivered. It must be unused, undamaged and complete with its battery, charger, keys, manuals and supplied accessories. Inspection and careful unpacking are allowed; riding the bike is use. Keep the original packaging to help protect the bike during transport.
Start with a request
Open Service & returns, choose Return request and provide your order number, purchase email and a short explanation. We review the request and provide the return address and transport instructions. Send the approved return within 14 calendar days after receiving those instructions, unless we agree another date. Submitting a request within the first 14 days preserves that request date while we review it.
Return transport and charges
For a change-of-mind return, you pay the actual return transport cost disclosed before you agree to the shipment. We do not charge a restocking fee for an eligible unused return and do not deduct the standard outbound delivery included in your bike price. If suitable packaging is missing, we will explain replacement packaging options and their cost before arranging transport.
Defective, damaged or incorrect bikes
A manufacturing defect, transit damage, missing part or incorrect item is not a change-of-mind return. Submit a service request with the order number and details. We cover agreed transport for an approved defect or wrong-item claim and arrange an appropriate repair, replacement or refund under the purchase terms and applicable law. The 14-day change-of-mind window does not shorten warranty coverage or mandatory consumer rights.
How a refund is processed
Once an approved return arrives, we inspect it and process an eligible refund to the original payment method within 7 business days, or sooner where required by law. Your bank or payment provider may take additional time to post it. We explain any proposed deduction for missing items or damage unrelated to the original claim, with the reason and amount, before finalizing the refund.
Cancellation before dispatch
Contact us as soon as you need to cancel. If we confirm cancellation before dispatch, we refund the amount paid without a cancellation fee. Once dispatched, the return process applies where eligible. Statutory cancellation and delayed-shipment refund rights remain available.
Bike and battery transport
Do not send a bike or lithium battery to an unconfirmed return address or arrange ordinary parcel transport without the required instructions. Tell us about any battery damage before collection is arranged so the appropriate transport method can be assessed.
Your rights
This policy provides our voluntary change-of-mind return terms. It does not exclude or limit rights that applicable consumer law gives you for defective, unsafe or misdescribed products. Any mandatory right takes priority over a conflicting policy term.